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The Spectrum of Data-Driven CX (And Why There’s No Magic Metric)

Experience Investigators by 360Connext

It’s easy to focus so much on gathering data or finding the perfect metric… we end up spending more time measuring than actually executing our ideas. We want to dispel the belief CX teams need perfect data to move forward. Net Promoter Score What is it? And that’s a problem. Customers are nuanced.

Metrics 270
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How to Use CX Metrics to Find Bottlenecks to Product Led Growth

InMoment XI

Voice of customer data illuminates the “why” behind the clicks and the cash. Classic CX surveys like NPS , PSAT, CSAT , and Customer Effort Score(CES) monitor customer sentiment—providing critical insight into behavioral and revenue metrics. Net Promoter Score (NPS): Loyalty and More.

Metrics 260
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Customer Experience in Retail Guide: Explanations, Strategies, & the Future of CX

Lumoa

These elements, and others, are still significant today, of course. Where and how they take place has changed, of course. There are now multiple touchpoints for your customers–websites, apps, and newsletters in addition to your physical space (and they may never even set foot in your store!). Customer experience is the line.

Retail 236
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The Ultimate Guide: How to Build a Customer Experience Department

Lumoa

This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services. Decide When and How to Collect Data and Feedback 4. What are the key touchpoints for different personas? In This Article: Preliminary Steps 1. Where do they hang out?

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

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Communicating CX: 15 Tips for Talking About Customer Experience

Experience Investigators by 360Connext

Of course, each business is different, but consider a customer experience content calendar as a way to keep your employees focused on the why, the how, and the “what do I do about it?” Related: Three Employee Experience Touchpoints that Impact Customer Experience Then be honest and authentic about sharing where this might need attention.

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NPS, CES, CSAT: Which One is the Best Metric?

GetFeedback

A great customer experience (CX) , of course. . In your VoC program, there are two types of customer data that you should collect: structured data and unstructured data. Net Promoter Score (NPS). CSAT and CES are touchpoint surveys. How do you get loyal customers?

NPS 278